Head of Technical Support

About Azentio

Azentio Software incorporated in 2020 at Singapore, has been carved out of 3i Infotech, Candela Labs, Beyontec Technologies and Path Solutions. Azentio Software provides mission critical, vertical-specific software products for customers in banking, financial services and insurance verticals and includes key products such as KASTLE (Universal Lending), AMLOCK (Anti-Money Laundering & Compliance software suite), PREMIA Astra (Core Insurance software), ORION (Enterprise Resource Planning software) and MFUND Plus (Asset Management platform). Azentio has over 800 customers in more than 60 countries, with a team of over 2,300 employees across offices in 12 countries (and growing) globally and is wholly owned by Funds advised by Apax Partners.

Azentio offers a comprehensive range of products – serving core operations to modern digital needs – for the financial services industry. Our deep domain knowledge and solutions in financial services extend across insurance, retail and corporate lending, Islamic Banking, anti-money laundering and asset management. In addition, Azentio proudly serves mid-market enterprises across the Middle East, Africa, Asia Pacific, and India with a comprehensive ERP solution.

At Azentio, we believe that growth is a continuous journey. We believe that each step of this journey must be taken by committing to excellence - excellence in our products, our services, our ideas, and our people.

Job Title: Head - Product Support – Banking

Years of Experience: 12 to 15+ years

Location: Riyadh, KSA

Technical Skills: Java, Spring, Struts, Hibernate, Oracle, Javascript, REST Services, SOAP Services, Integration experience.

Role Summary:

The selected candidate will collaborate with product management, product engineering, and operations organization to define and implement the product support strategy for Azentio’s Product Innovation and Product organization.

The candidate will also be responsible for leading teams of application sustainment and product support engineers and overseeing day-to-day product operations across several SaaS products.

What will you do?

• Develop and implement overall 24x7 follow the sun product support strategy, including standard operating procedures, best practices, KPIs, and SLAs
• Collaborate with Product Management, Engineering, Customer Success, and Enterprise Operations organizations on product readiness, change management, quality, and customer satisfaction.
• Recruit, develop, and lead high-performing onshore and offshore teams of technical support and sustainment engineers.
• Act as a point of contact for customer communication during critical incidents, providing updates and ensuring transparency.
• Lead and mentor peers, subordinates, and department stakeholders in product support best practices and support processes for SaaS products.
• Establish and maintain efficient incident management processes and procedures to minimize downtime and ensure rapid issue resolution.
• Coordinate and lead incident response teams during critical incidents, ensuring effective communication and collaboration.
• Own product support excellence with a mindset for raising the bar with continuous improvement.
• Provide periodic insights and analytics on team execution, product performance, and end-to-end support effectiveness.
• Manage escalation, remediation, and post-mortem analysis of critical customer and product issues.
• Implement and manage monitoring tools and systems to proactively identify and address issues before they impact customers.
• Collaborate with third-party vendors and service providers to ensure the availability of necessary resources and support.
• Schedule and oversee routine maintenance activities to optimize product performance.
• Identify, analyze, and resolve complex systemic product or operational problems with quantitative data.
• Continuously evaluate and improve production support processes and workflows to enhance efficiency and effectiveness.
• Drive a culture of continuous improvement within the production support team.
• Maintain thorough documentation of production support processes, procedures, and incident reports.
• Develop proactive organizational plans for new product onboarding, product growth, and maintaining SLAs.
• Ensure knowledge sharing and training programs for team members.

What skills required?

• BS in Computer Science or equivalent.
• Ability to understand and communicate technical concepts, proficient with Microsoft Project, Visio and Office products.
• 12 to 15+ years in a product or support leadership role, good to have experience working on SaaS or PaaS products in the BFSI domain.
• Working knowledge of the architecture and operations in BFSI domain
• Experience supporting high availability and massively scalable systems.
• Experience in providing product support, with prior experience in Java and PL/SQL environments,
• demonstrating a deep understanding of software architecture and effective problem-solving abilities.
• Working understanding of System Development Life Cycle, Agile process, and SCRUM methodologies
• Knowledge of ITIL or other relevant IT service management frameworks is a plus.
• Strong verbal and written communication skills, and the ability to summarize technically complex
• information for a non-technical audience, including customers and executives.
• Can-do solid attitude, hands-on, thrives in a dynamic, fast-paced environment.
• Excellent interpersonal skills to effectively work with all stakeholders to improve data and business
• processes and negotiate priorities.
• Experience building and managing offshore development resources.

Competencies:

• Personal: Strong interpersonal skills, high energy and enthusiasm, integrity, and honesty; flexible, results oriented, resourceful, problem-solving ability, deal effectively with difficult situations, ability to prioritize.
• Leadership : Ability to gain credibility, motivate and provide leadership; work with a diverse customer base; maintain a positive attitude.
• Provide support and guidance to more junior team members, particularly for challenging and sensitive assignments.
• Operations: Ability to manage multiple projects and products. Perform task at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.
• Utilize high level expertise to address more difficult situations, both from a technical and customer service perspective.

What we Aim for?

Azentio aims to be the leading provider of Banking, Financial Services & Insurance (BFSI) & Enterprise Resource Planning (ERP) software products in Asia Pacific, Middle East & Africa & United States. We will achieve this by:

· Providing world class software products, built on the latest technologies.

· Providing best in class customer service, built on a deep understanding of our domains and local nuances.

· Being an employer of choice, attracting high quality talent.

· Achieving top quartile growth and margins.

Azentio Core Values:

We work as one, Collaborate without boundaries, and win together.

We work with Uncompromising Integrity and Accountability.

Customer is at the core of all that we do.

We are Diverse and Inclusive . We treat our people, our customers and our wider community

with Respect and Care.

We Innovate , we Excel and we Grow Together .

We Give Back to our communities through our business and our people.

We take Pride in all that we do and together we Enjoy the journey